Case Study: Presbyterian Healthcare Services achieves remote-work agility and 33% higher agent utilization with Genesys Workforce Engagement Management

Presbyterian - Customer Case Study

Presbyterian Healthcare Services, a New Mexico health system serving one in three residents with nine hospitals and a statewide health plan, faced a double challenge when COVID‑19 forced rapid remote working: how to keep tight control of performance, forecasting and staffing for its Customer Service Center (around 800 agents handling ~3 million calls a year) while moving from largely manual, reactive workforce management to a flexible, remote model.

By expanding its use of Genesys Engage and Workforce Engagement Management (with partner Pointel) — including Genesys Decisions, advanced routing/skilling and a centralized planning analyst — Presbyterian automated forecasting, enabled cross‑skilling and improved scheduling. The changes produced a 33% increase in agent utilization, abandonment reductions of up to 65% (20% for the health plan, 65% for patient services), better schedule flexibility, more part‑time hiring and fewer fines or callbacks, improving both efficiency and member/patient service.

Presbyterian

Lourdes Nevarez

Director of Workforce Strategy